Conditions of carriage

Terms and Conditions

1. The terms used in this contract shall have the following meanings:

ticket means this passenger ticket and baggage check or this itinerary/receipt, if applicable, in the case of an e-ticket, of which these terms and notifications are a part;

carriage is a term equivalent to “transportation”; the carrier means all air carriers carrying or committing to carry the passenger or his/her baggage hereunder or rendering any other services related to this air carriage;

e-ticket means an itinerary/receipt issued by the carrier or on behalf of the carrier, e-coupons and, if applicable, a boarding pass;

Convention is one or several documents, depending on which documents regulate air carriage, namely:

The Convention for the Unification of Certain Rules for International Carriage by Air (the Montreal Convention, May 28, 1999);
The Convention for the Unification of Certain Rules Relating to International Carriage by Air (the Warsaw Convention, October 12, 1929);
The Warsaw Convention, as amended and supplemented in The Hague on September 28, 1955,
The Warsaw Convention, as amended and supplemented by an additional convention approved in Guadalajara on September 18, 1961.

2. The liability rules prescribed by the Convention shall be applicable to any carriage hereunder except for the cases when such carriage is not “international carriage” as defined by the applicable convention. In the case of domestic flights, the carrier’s liability shall be regulated by the Aviation Code of the Russian Federation.

3. Without any prejudice to the above, any carriage hereunder, as well as any other services rendered by each of the carriers, shall be regulated by: (i) the terms and conditions listed in the ticket; (ii) the applicable fares; (iii) the terms and conditions of carriage as established by the carrier, as well as by the applicable rules that form an integral part hereof (to learn more about these rules, please inquire at your carrier’s representative office). Fares applicable within the USA and Canada shall apply to carriages between these countries and any destinations abroad.

4. The carrier’s name may be abbreviated in the ticket. The full and abbreviated names of the carrier are both listed in the tariffs, terms and conditions of carriage, rules and timetables of the corresponding carrier. The carrier’s address is the departure airport as indicated in the ticket next to the abbreviated name of the carrier mentioned first. The agreed stopovers are the stopovers mentioned in this ticket or in the carrier’s timetable as stopovers for the passenger’s route. If carriage hereunder is performed by several consecutive carriers, it shall be treated as one single carriage.

5. A carrier issuing tickets for carriage on air routes operated by another carrier shall be deemed as acting as an agent of the latter.

6. Any exclusions or restrictions on the carrier’s liability shall apply to that of the agents, employees or representatives of the carrier, as well as to any person/entity whose aircraft is used for carriage by the carrier and agents, employees or representatives of such person/entity.

7. Timeframes for submitting claims to carriers in the case of international air carriages. In the case of any damage to baggage in the course of international carriage by air, the person entitled/authorized to receive such baggage must notify the carrier accordingly in writing within seven days of receipt of the damaged baggage (or within fourteen days of receipt of damaged cargo).

If baggage is delayed, a claim must be submitted within twenty-one days after the baggage/cargo is delivered to the person entitled/authorized to receive the same. The above claim shall be grounds for issuing a carrier’s statement. If baggage is lost, a claim may be made against the carrier within eighteen months after the aircraft’s arrival at the destination airport, after the aircraft’s scheduled arrival or after the date the air carriage is terminated.

Timeframes for submitting claims to carriers in the case of domestic air carriages. In case of domestic air carriage, claims may be made against the carrier within six months. Grounds: Art. 126 and Art. 127 of the Aviation Code of the Russian Federation.

The procedure for the release, storage and tracing of checked baggage is regulated by chapters 12 and 13 of the Federal Aviation Rules “General Rules for Carrying Passengers, Baggage and Cargoes by Air and Requirements Applicable to the Service of Passengers, Consignors and Consignees” enacted by Order No. 82 issued by the Ministry of Transport of the Russian Federation on June 28, 2007.

8. This ticket shall remain valid for one year after its issue date if not otherwise indicated herein or in the tariffs or applicable rules.

9. Any air ticket (including an e-ticket) certifies that the passenger and the carrier have entered into a contract. By purchasing a ticket, the passenger gives his/her consent to the terms and conditions hereof. Should the passenger fail to use the seat he/she booked for any segment of the route, the passenger must inform the carrier of the change to the terms and conditions and of his/her intention to continue carriage for the segments of the route to follow. To do this, the passenger must contact the location where the ticket was issued or the Aeroflot PJSC ticket office to change his/her booking accordingly. If the passenger fails to do so, the booking system shall cancel all further segments automatically as a “no show” without notifying the passenger. Grounds: Federal Aviation Rules, Section 2, clause 27 and Section 5, clause 75.

10. The carrier shall make every effort to carry the passenger and his/her baggage within a reasonable period of time. The time indicated in the timetable and other documents is not guaranteed and does not form a part hereof.
The carrier shall have the right to fully or partly delegate its obligations hereunder to any other person or entity, including without limitation any other carrier. For the sake of flight safety/aviation security or subject to requests by any competent government authorities, the carrier shall have the right to cancel or delay the flight specified in the ticket as well as to change the aircraft type and/or carriage route, including without limitation changing or canceling landings at any destination indicated in the ticket.

The flight schedule is subject to changes; the carrier shall take all measures within its power to inform passengers who have entered into a contract of carriage using every available means.

The carrier shall not be held liable for failing to inform a passenger on changes in flight schedule, change of departure/destination airport, flight cancellation or changes in any other flight parameters if the passenger provided no contact details (telephone number, email address, etc.) when booking or the carrier was unable to contact the passenger using the provided contact details after trying each of the provided telephone numbers (email addresses, etc.) at least once, including without limitation cases where the passenger provided incorrect contact details. In such cases the carrier shall not compensate the passenger for any losses incurred as a result of such failure to notify.

The carrier shall not be held liable for ensuring connections if carriage was ticketed on separate tickets.

11. The passenger must comply with the requirements of government authorities regulating travel; the passengers must present entry/exit documents, as well as any other required documents; the passenger must also arrive at the airport by the time specified by the carrier or, if such time is not specified, the passenger must arrive early enough to be able to complete the preflight formalities.

The Passenger shall use emergency exits only on command of the crew in emergency circumstances that threaten the life and health of passengers present on board. Aeroflot PJSC may recover against the passenger the damages that result from harm inflicted on the aircraft and/or delay of the flight in connection with the willful opening of the emergency exit by the passenger and/or his/her ignoring the crew's demands.

The parties hereby agree that a moderate/advanced state of intoxication, as well as extreme hypotension/hypertension, shall be considered a state of health which compromises the safety of the passenger himself/herself or other persons and causes disorder or unavoidable inconvenience for other passengers.

Should an airline employee have reason to suspect that a passenger is in one of the above states, the carrier has the right to request that such passenger undergo examination, and the passenger must undergo such examination.

12. At registration, the passenger must present the entirety of his/her baggage and carry-on items as well as items carried without an additional charge in excess of the allowance for free carriage of baggage and carry-on items (the baggage and carry-on allowance as well as the list of additionally carried items, in what follows – the list of items, published on the website of Aeroflot PJSC).

If the free baggage carriage allowance is exceeded, the passenger must pay for the excess baggage. If the carry-on item allowance is exceeded (or it does not conform to any parameters established by Aeroflot PJSC), the passenger must register it as checked baggage in the manner and on the conditions stipulated by the rules of application of the fare, and Aeroflot PJSC's Rules for Carrying Passengers and Baggage by Air. If as a result of registration of a carry-on item as a separate article of baggage, the free baggage allowance stipulated by the rules of application of the fare according to which the passenger's air ticket has been selected, is exceeded, the latter must pay for such excess baggage.

The carrier may unilaterally terminate the passenger's air carriage agreement if the latter refuses to pay for the carriage of his/her baggage (including carry-ons that must be registered as baggage) in the amount and on the conditions stipulated by the passenger's air carriage agreement, and also if the passenger refuses to fulfill the requirements imposed on them by the federal aviation rules.

The passenger shall be held liable to other passengers or third parties if their property, lives and health incur any damage due to the passenger's activities related to the improper carriage of carry-on items, articles additionally carried in the aircraft's cabin.

The passenger shall bear civil liability to Aeroflot PJSC if any damage is incurred on the carrier's property due to the passenger's activities related to the improper carriage of carry-on items, articles additionally carried in the aircraft cabin.

13. Aeroflot Russian Airlines Public Joint-Stock Company shall book air tickets once the passengers submit their personal details.

14. Should a passenger wish to cancel his/her flight, the passenger or person authorised by the passenger must inform Aeroflot PJSC of the unilateral cancellation of the carriage contract using any of the means below:

a) if carriage was purchased at any Aeroflot PJSC point of sale, branch or office in Russia or abroad:
the passenger or his/her authorized representative may go to the location where the carriage was purchased, presenting an original ID and documents that certify the power to act on behalf of the passenger, to file a standard application and initiate the air ticket return procedure;
if it is not possible to apply to the location where the ticket was purchased, the passenger or his/her authorised representative may personally apply to an Aeroflot PJSC point of sale, branch or office, presenting an original ID and documents certifying the power to act on behalf of the passenger, to file a standard application and subsequently apply to the location where the carriage was paid for during the validity term of the ticket to complete the air ticket refund procedure;
b) if carriage was purchased on Aeroflot PJSC's website:
the passenger or his/her authorised representative contacted the information  and booking centre to initiate the air ticket return procedure;
the passenger or his/her authorized person may personally go to any office PJSC Aeroflot point of sale, branch or office, presenting an original ID and documents that certify the powers to act on behalf of the passenger, and initiate the air ticket return procedure;
c) if carriage was purchased through an agent:
the passenger or his/her authorized person may contact the location where the carriage was purchased to initiate the air ticket return procedure;
if it is not possible to apply to the location where the ticket was purchased, the passenger or his/her authorised representative may personally apply to an Aeroflot PJSC point of sale, branch or office, presenting an original ID and documents certifying the power to act on behalf of the passenger, to file a standard application and subsequently apply to the location where the carriage was paid for during the validity term of the ticket to complete the air ticket refund procedure;
d) the passenger or his/her authorised representative may send a written notice to Aeroflot PJSC by registered mail, enclosing thereto a duly filled in standard application, provided that the passenger’s (his/her authorized person’s) signature affixed thereto is duly notarized, as well as copies of ID documents; in this case the carriage shall be deemed declined as of the date and time when Aeroflot PJSC receives the complete document package. Once received, the document package is forwarded to the competent division of the Sales Department to cancel the booking and to prepare and send the corresponding instructions to the agency, point of sale, branch or office to refund the price of the unused flight segment(s) to the passenger or his/her authorized person at the location where the carriage was paid for.

For air carriage paid for by a legal entity, regardless of the sales channel, apart from the passenger's cancellation of the carriage, it is also necessary to provide the original of the power of attorney granting the right to receive monetary funds, certified by the signature of the company's head or another person, duly authorised by the law and constitutive documents, and the seal of the legal entity (if available).

If it is impossible for the passenger (his/her authorised person) to claim the refund for the unused flight segment(s) at the location where the carriage was paid for, the Aeroflot PJSC claim review procedure applies.

15. Neither agents and employees nor representatives of the carrier shall have the right to amend or cancel any of the provisions hereof.

Important

NOTICE: If the carriage destination or a stopover is located in a country other than the country of departure, such carriage may fall under the provisions of the Convention, which in most cases limits the liability of the carrier in the case of the passenger’s death or damage caused to the passenger’s health, as well as in the case of lost or damaged baggage.

"Notice to the international flight passenger regarding limits on liability"

"Notice of Baggage Liability Limit"

Notice to the international flight passenger regarding limits on liability

Passengers travelling (or making stopovers) within the country of departure are hereby notified that the provisions of the international air carriage conventions (The Montreal Convention as of 1999, or the Warsaw Convention as of 1929) may apply to the entire carriage, including any of its segments (stages) that are fully located within the country of departure or destination.

If the Montreal Convention is applied, the amount of the carrier’s liability for causing the passenger’s death or damage to the passenger’s health is limited to the amount defined by the Montreal Convention¹ (except in cases of exemption of the carrier from liability in accordance with Article 20 of the Montreal Convention).

The liability of the carrier for damage caused by death or personal injury of the passenger will not exceed approximately USD 160,000² if the carrier can prove that:

(a) such damage was caused by negligence or other improper action or inaction of the carrier, its employees or agents, OR
(b) such damage was entirely caused by negligence or other improper action or inaction of any third party.

If the Warsaw Convention is applied:
and if the passenger does not travel to / from the United States or doesn't have an agreed stopover
 in the United States, the carrier's liability for death or damage to the passenger's health is in most cases limited to approximately USD 10,000 or USD 20,000 or their equivalent in national currency at the official bank exchange rate,
and if the passenger travels to / from the USA or has an agreed stopover point  in the United States, the liability of certain carriers that are participants in special agreements listed in the tariffs for causing death or damage to the passenger's health will  in most cases be limited to the proven damage, but will not exceed USD 75,000 per passenger; responsibility according to the specified limits occurs irrespective of the proof of the carrier's fault (please see Note).

A list of carriers which are participants of such special agreements is available at all the points of sale of such carriers and may be provided at the passenger’s request.

Passengers seeking additional insurance coverage usually go through an insurance company. Such additional insurance is not affected by any liability restrictions under the international air carriage convention or any special carriage agreement.

For more details, please contact your carrier  or an insurance company representative.

You can contact a particular carrier to obtain further information on the limits of liability applicable to a particular air carriage. If several carriers are involved, the passenger should obtain information on the applicable limits of liability from each of them.

PLEASE NOTE: The liability limit of USD 75,000 is inclusive of legal costs and expenses, except for costs and expenses that are subject to separate refund conditions under the laws of the country where the lawsuit is filed. In this case, the amount of liability is limited to USD 58,000, except for the legal costs and expenses.

¹ In accordance with the Montreal Convention as of 1999, the limit of liability is 113,100 special drawing rights,  which is approximately USD 160,000. The exact exchange rate for converting special drawing rights  into US dollars is available on the official website of the International Monetary Fund.

² The exchange rate for converting special drawing rights into US dollars is available on the official website of the International Monetary Fund.

Rules of Aeroflot PJSC for Air Carriage of Passengers and Baggage (PDF File 587 Kb)